My complaint:
I received an order to deliver 30 minutes outside of my zone that I agreed to. During this ride there was two roads closed and the dasher app would not give me an alternate route instead it continues asking for me to make a UTurn which 1. Was not possible due to the detour in place and 2. Would not lead me in the direction of customer had I followed. During this extra 30 minutes on the ride, In traffic getting to this customer I reported my issue with the road closure and area to customer support via chat where I was told it would be reported. About a minute after dropping off this delivery I was assigned another delivery keeping me in the same zone I was currently in. This order did not ask if I wanted to continue within the same zone I was in although it would be keeping me in said zone, therefore I denied the order, which counted against my acceptance rate. After this I called customer support. I explained everything that happened and was continously told they would ‘report it’ I asked for further help regarding my acceptance rate regarding the order i denied and rate of pay for the initial order. The woman on the phone said she was unable to do anything with either and she continued to tell me she would report it. I asked why the system would continue giving me orders in an area I did not agree to be in when it was not bringing me back where I needed to be and she told me she didn’t know how the system worked. After confronting her not knowing how the system worked and asking to speak to someone else she continued to ignore my request and tell me again and again she would report it. The entire conversation I felt like I was being ignored and pushed off. I asked her to read me the report she would be sending in and as she tried to make up a report on the spot I felt like she really did not understand my issues at all, which I communicated and instead of giving me to someone else who may be able to help me or management she told me I could call back and speak to someone else.
According to door dash website regarding how doordash calculates base pay the order was calculated based on miles to the person, miles were incorrect. The order is also based on duration, which was also incorrect. Both of which should have been discussed and they were not the woman on the phone couldn’t even tell me that information she was clueless.
Both my acceptance rate and the base pay for the order should be fixed based on all of this information and the fact that the customer service couldn’t do absolutely anything, and literally said she didn’t know how the system works is just straight up wrong to the door dashers of this area.
Suggested solution:
Increase base pay according to the amount actually driven not the estimate, and fix acceptance rate.
